Customer Outreach Associate

Job title:- Customer Outreach Associate
Location:- Tampa, FL 33607
Duration:-  05 Months
 
Role Overview

• Main Responsibilities: This position is responsible for the daily performance and execution of the SPP Customer Outreach Program. The position will be responsible for monitoring the SPP Inbox to initially screen customer feedback, questions, and complaints. In addition, The position will be tasked with tracking and reporting project communications schedules for the SPP program(s). This position will execute mailings, postcards, digital communications, and other outward-bound aspects of the SPP Customer Outreach Program.

 
Must-Have vs. Nice-to-Have Skills:

• Must-Have: Must have strong analytical skills, demonstrated communications skills, and be able to proficiently use all MS Office tools and other software tools; Must have excellent verbal and written communication skills, and adaptability to work both independently and in a team environment. Must have demonstrated skills necessary to lead and/or positively influence others and to successfully handle and/or supervise multiple projects at one time.
• Nice-to-Have: Foundational knowledge regarding electric utility distribution systems and electric customers. Demonstrated experience working within an electric utility lateral undergrounding program. Demonstrated experience with customer engagement, customer communications and / or customer communication strategy development. Demonstrated experience with public speaking. Spanish Speaker

• Typical Day-to-Day Tasks:
  • Responsible for maintaining a database that records the actual date that each step in the SPP communications protocol was achieved for each milestone on each project.
  • Monitor the SPP Inbox to evaluate customer complaints and inquiries. Coordinate efforts to investigate and develop an appropriate response. Maintain a database of all complaints and inquiries received and their status to ensure all are brought to completion.
  • Support team efforts to coordinate in-person meetings at the request of external stakeholders.
  • Facilitate and track mailings by working with the client print shop.

 
PRIMARY DUTIES AND RESPONSIBILITIES (D&R) (needs to have associated % next to each duty in 10% increments)
1.       Responsible for maintaining a database that records the actual date that each step in the SPP communications protocol was achieved for each milestone on each project.
2.       Monitor the SPP Inbox to evaluate customer complaints and inquiries. Coordinate efforts to investigate and develop an appropriate response. Maintain a database of all complaints and inquiries received and their status to ensure all are brought to completion. 
3.       Support team efforts to coordinate in-person meetings at the request of external stakeholders.
4.       Facilitate and track mailings by working with the TECO print shop.
5.       Maintain an outage schedule for use by other TECO stakeholders.
6.       Support the maintenance of the customer threat process.
7.       Responsible for overseeing the customer threat alert process, ensuring all SPP team members and CPs are trained and have accurate contact information. 
 
Supervision
Direct Supervision:         N / A
Indirect Supervision:      Some tracking and oversight of contracted resources performing customer outreach
 
RELATIONSHIPS
Key Internal:                   Customer Experience, Communications, SPP Operations, Regulatory, External Affairs
Key External:                   Government officials and administrators, community activists, neighborhood associations, HOAs, leadership teams at our contractor partners and individual customers
 
Qualifications
Education          
Required
In lieu of a bachelor’s degree, 4 additional years of related work experience can be substituted.
 
Licenses/Certifications
Required:           Must have a valid Florida driver’s license and safe driving record
 
Related Experience
Required:           Minimum of 2 years of work experience related to the duties & responsibilities of this position.  Related experience consists of communications, Storm Protection, Distribution systems experience in utility environment.
 
Knowledge/Skills/Abilities (KSA)
Required:           Must have strong analytical skills, demonstrated communications skills, and be able to proficiently use all MS Office tools and other software tools; Must have excellent verbal and written communication skills, and adaptability to work both independently and in a team environment.  Must have demonstrated skills necessary to lead and/or positively influence others and to successfully handle and/or supervise multiple projects at one time.   
Preferred:          Foundational knowledge regarding electric utility distribution systems and electric customers.  Demonstrated experience working within an electric utility lateral undergrounding program. Demonstrated experience with customer engagement, customer communications and / or customer communication strategy development. Demonstrated experience with public speaking.
 
LEADERSHIP COMPETENCIES 
•            Champions Safety, Health and the Environment
•            Takes Ownership and Acts with Integrity
•            Drives Business Excellence for Customers
•            Builds Collaborative Relationships
•            Cultivates Innovation and Embraces Change
•            Thinks Strategically and Exercises Sound Judgment
 
WORKING CONDITIONS
Corporate, fast paced environment. In support of operations, the Damage Prevention & Public Awareness Programs